Associate Support Engineer - Tier 1

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

At nCino, we are dedicated to creating software that is changing the banking industry by helping lenders procure transactions with confidence, efficiency, and transparency and better engage with their customers. Our Support Engineering department is a talented group of individuals who work closely together in case teams to support the successful adoption of nCino Mortgage software at our mortgage institutions. Our departmental values are learning, collaboration, and fun, and those values guide us in balancing hard work with passion and enjoyment for what we do.
As a member of the Support Engineering department, you will be responsible for providing excellent customer service to mortgage lenders who are leveraging the nCino Mortgage product. You will be responsible for triaging any customer reported error messages, questions, and configuration enhancements. You will also be responsible for becoming an expert with the nCino Mortgage solutions, serving as a subject matter expert across multiple features and collaboration between interdepartmental teams.

Responsibilities:

• Communicate regularly with customers via multiple channels (Phone, Email, etc.)

• Demonstrate advanced knowledge of the Mortgage solution and configure our platform to nCino standards of excellence

• Apply Knowledge Centered Service (KCS) methodology to capture, structure, reuse and improve articles as part of case management process to ensure our customers are enabled with self-service capabilities

• Prioritize, research, troubleshoot, and resolve customer reported error messages, questions, and configuration enhancements

• Analyze customer business processes and determine solutions, championing our customers’ needs and cultivating the voice of the customer (VOC)

• Collaborate with groups across multiple departments when necessary

Qualifications:

Required:

• Bachelor’s Degree in related field or equivalent experience preferred or combination of equivalent education, experience or superior performance

• Demonstrated dedication to customer service, customer satisfaction, and quality technical case work

• Excellent problem solving, decision-making, and interpersonal skills

• Excellent verbal and written communication skills for technical and non-technical audiences

Desired:

• Mortgage industry knowledge

• Customer facing experience

• Mobile (Apple and/or Android) extended knowledge

• Technical writing skills

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.

The pay range for this role is based on relative market data and alignment with our compensation philosophy. The range displayed reflects the minimum and maximum of the pay range for each job posting, which is used to determine new hire rates/salaries and takes into consideration multiple factors including but not limited to knowledge, skills, abilities, proficiencies, experience, education, licensures/certifications, as well as business and organizational needs. nCino reserves the right to modify the posted range consistent with our internal practices and external market movement. The recruiter for this job posting can share more compensation details during the recruitment process, as base salary is only one component of the total compensation package per position posted.

The base salary range for this job is:

$21.25 - $32.93

nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at [email protected]. 

Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success.  We strive to create workplaces where employees are empowered to bring their authentic selves to work.